Download Intersystems HealthShare Personal Community V1.0

Services Description
GPSoC Service Name
GPSoC Service ID
Service Overview
HealthShare Personal Community
ISC-HS-PC
Successful health care organisations recognise the need to create and sustain
engaged communities of clinicians, patients, families, and other healthcare
participants. The principal objective of engaging the patient community is to
harness the power of the most underutilised asset in healthcare, the patient. For this
reason, InterSystems has developed the HealthShare Personal Community.
HealthShare Personal Community has been designed to educate, empower, and
engage individuals in the healthcare process. Personal Community makes patients’
entire Composite Health Records available to them and their designated
representatives in a visually appealing and understandable fashion. It supports selfcare and dependent-care management, streamlines communication and care
activities, and respects client privacy.
Figure 1 - Timeline view of Patient History
Key features of HealthShare Personal Community include:






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
Personal health timeline: A visual representation of the patient’s or
dependent’s medical history, show in figure 1.
Consolidated personal record viewer: Presents a comprehensive view of
the full healthcare record for the patient or the patient’s dependents.
Consent management: Define the access privileges to a patient record.
Personal record management: Allows patients or their proxies to add
records and documents, respond to surveys, and request updates to records
Patient-provider communications: Secure messaging functions to
support ongoing communications between patients and providers.
Patient education: Provides ready access to localised clinical reference
and patient education materials, as well as relevant news and event
notifications.
Care activity management: Enable patients to request appointments,
referrals and medication updates.
Administrative functions: Manage enrolment, consent policies,
educational content, and other configurable components of the portal.
Care providers and patients both need access to complete and accurate
health information, but the appropriate presentation of that information
varies by audience. HealthShare Personal Community uses simple layouts,
graphical data presentations, and links to relevant reference materials to
provide health records to clients and their representatives in a meaningful
way. Personal Community includes several different approaches to locating
information, including a personal health timeline that displays past
healthcare activities in a sequential format as shown in Figure 5, a timeline
view of Patient History.
Figure 2 - Information of Interest
Alternatively, patients and their designated representatives can select the type of
information of interest to them, for example, immunisations, and move directly to
that portion of the record as shown in Figure 6.
The entire clinical record is available for viewing and is segmented into sections,
including: Demographics, Medications, Allergies, Laboratory results, Encounters,
Vital signs and Observations, Clinical notes, Upcoming appointments, and Care
plan documents.
A critical component of the community portal is control over access to an
individual’s records. Families and other caregivers may need access to information
about their dependents. Patients need to know that information will only be shared
in accordance with their wishes. Personal Community provides functionality for
providers and clients to balance both needs
Patients need to communicate with care providers with questions about a condition,
diagnostic test results or other reasons. Personal Community guides clients
through the communication process securely and intuitively. Personal Community
also connects patients to reliable information about their conditions, treatments, and
options. Educational content within Personal Community is completely
configurable to address local needs, language requirements, and specific clinical
populations, for example, paediatrics or oncology. Content can include reference
materials, information about self-management, health-related news, upcoming
healthcare classes or events, and links to other information and care sources.
Personal Community can also be used to solicit information from clients including
standardised record components such as medical, family and social history or
specialised screening surveys such as depression screens or functional status
evaluations.
Similarly, information can be pushed back to clients in response to survey
responses, for example messages or educational materials. The more the portal is
used as a communication and interaction tool, the higher the level of client
engagement in the care process. Ideally, clients should come to see the Personal
Community as an essential component of their healthcare ecosystem.
Importantly, the Personal Community user interface can be quickly rebranded
allowing different organisations to present a clear identity to their patient
communities. A complementary administrative tool, the Community Workbench,
is used by administrators to manage enrolments, tasks, configuration and setup, as
well as operational monitoring. It provides a central, workflow-based application
for carrying out tasks requested by patients using the Personal Community that
require human intervention and cannot otherwise be automated. Community
Workbench gives healthcare administrators and information managers the ability to
perform tasks on behalf of patients; report on community usage; manage the
content displayed within the Personal Community portal; and perform general
management tasks for the Personal Community.
Case Studies
Support
For appropriate case studies please contact InterSystems, or alternatively, please
see InterSystems Website for details of case studies in this service area.
Support Arrangements
Support for the HealthShare packaged services is provided directly by
InterSystems. InterSystems approach to support is based on delivery of processes
and procedures in accordance with Information Technology Infrastructure Library
(ITIL) best practices, a philosophy of “Continuous Improvement”, and root-cause
analysis aimed the aim of reducing the level of calls to the Service Desk whilst
improving customer satisfaction.
Services are provisioned by combining a proactive and reactive approach. Events
are continuously monitored and alerts are automatically generated in order to avoid
potential future problems.
Helpdesk Arrangements
InterSystems Help Desk is staffed by UK based personnel and forms part of the
InterSystems Worldwide Response Centre (WRC), a global network of regional
centres with extensive expertise across the product portfolio. The organisation is
comprised of teams of individuals working together to provide support services that
InterSystems customers require. The Help Desk is located in Eton at the
InterSystems UK headquarters and will serve as the main point of communication
for NHS organisations.
The Service Centre maintains a structured approach to application support services
based upon an ITIL V3 compliant methodology and provides a single point of
contact for the control and management of all issues relating to the collaborative
working applications being supported. The Service Centre is managed and
supported by the appropriate mix of specialists required to support a managed
service operation for customers.
The Worldwide Response Centre (WRC) is available by phone, e-mail, and online
24x365 to provide product support to HealthShare clients who subscribe to support
services. Guaranteed response is 30 minutes and at least 75% of all contacts are
immediate. Clients determine the priority (Crisis, High or Medium) and requests
are not closed without client permission. Clients rate the WRC staff 9.8 out of 10
for courtesy and professionalism.
The WRC meets ITIL best practices and provides Incident Management, Problem
Management, Change and Release Management. Specific Service Level
Agreements are determined for clients based on their requirements contracts.
All incidents, service requests, problems, and change requests, regardless of which
component they affect, are managed using the Service desk application. When an
incident (an event that negatively impacts the service to the user) is reported to the
Service Desk, a new incident ticket is opened and an investigation triggered. The
initial focus of the investigation is always to resolve the incident and return the
portion of the affected system to normal operation.
In the event an incident requires a deeper level of investigation, a problem incident
may be triggered and a Root Cause Analysis performed. In cases where a Problem
investigation is warranted, the Service Desk application will again be used to
record investigation activity. This allows the customer visibility into every step of
the resolution process. Only when the customer has confirmed that the problem
has been resolved to their satisfaction, will the Service Desk ticket will be closed.
Once closed, the problem record forms part of a searchable database, to aide in
future problem investigations/resolution.
Help Desk Response Time / Incident Fix Times Standard:
Incident Category
Response Time
1
2
3
4
15 mins
30 mins
2 hours
1 day
Resolution or Provision of a
workaround
2 hours
4 hours
2 days
Next New Version
Table 1 - Help Desk Response Time / Incident Fix Times Standard
Service Availability
Clients that manage their own systems can achieve at least 99% uptime, excluding
planned outages, if they implement our recommended configurations and follow
systems management best practices.
Where selected, InterSystems’ hosted service offering provides a minimum of 99%
uptime excluding planned outages that are agreed with the client 30 days in
advance.
Contractual Remedies
Specific Service Level Agreements and related remedies, such as credits for service
failures and termination options, will be included in Call Off contracts with each
client.
Customer Satisfaction
The InterSystems Worldwide Response centre boasts an unrivalled track record of
customer satisfaction, having achieved an average of 98% overall satisfaction
rating since 2001. This has been derived from customer satisfaction feedback,
provided by thousands of InterSystems customers and responded to by tens of
thousands of end users.
A formal governance mechanism for escalation of satisfaction issues will be agreed
and regular management reviews may take place, over and above the monthly
service review meetings.
CLIENT
PRIORITY
Escalation
CRISIS
HIGH
MEDIUM
Immediate
verbal
notification
to all
appropriate
senior
managers by
the director
of client
support.
Immediate
automated
notification to
senior
management.
Immediate automated
notification to WRC
management.
Table 2 - Escalation Governance
Simple satisfaction surveys are automatically generated for the designated
customer contact upon closure of every incident within the Service Desk
application. The “simple” survey inquires as to whether or not the incident was
resolved to the customer’s satisfaction (Yes/No) and whether or not they have any
additional feedback to share. Comprehensive satisfaction surveys are also
automatically generated on a random selection of incidents. The InterSystems
executive team meets formally on a weekly basis to review customer satisfaction
and address issues of service delivery and/or service support. Low or “unsatisfied”
results automatically trigger instant management alerts that will result in a detailed
internal review and subsequently; a follow up process with the customer is
initiated. More comprehensive satisfaction surveys will be conducted throughout
the service management lifecycle, for the duration of the contract, as agreed with
the customer.
Dependencies
Service Dependencies

Prerequisite for the HealthShare Personal Community is to have the
HealthShare Information Exchange (HIE) installed and configured. Refer
to HIE for associated dependencies.
 To ensure successful delivery to a schedule to be agreed with InterSystems,
the customer must ensure that all source system providers to connect to the
HealthShare Personal Community have empowered and knowledgeable
staff, complete end-point interface documentation and technical staff able
to verify message delivery available as agreed (If applicable).
 The customer must make sure that they are staffed fully in accordance with
levels defined by InterSystems and agreed prior to commencement of the
project in order to fulfil the agreed project plan.
 The customer must ensure that all end-point production and test systems
are actively available at all times as required by InterSystems and mutually
agreed.
Third Party Dependencies

Prerequisite for the HealthShare Personal Community is to have the
HealthShare Information Exchange (HIE) installed and configured. Refer
to HIE for associated dependencies.
 Access to N3 and/or other network/internet provision as per the individual
end user policy.
 Dependence on third party systems connecting to HIE if the Personal
Community will be used to support interactions with those source systems.
See HIE dependencies.
Infrastructure Dependencies

The InterSystems HealthShare Personal Community solution will require
the defined system-software, servers, and storage requirements to be
provided for each individual contract. Two options are available for
deployment, either a client self-hosted solution or an InterSystems hosted
solution within appropriate secure data-centre capacity within the UK.
 In all cases it is anticipated the customer will provide user access devices
(for example desktop/ tablet/ smartphone) with appropriate network access
for all users.
Client Self-Hosted Option
 In a client self-hosted environment a detailed document will be provided
detailing all of the server, storage, and system-software such but not
limited to virtualisation, operating systems, and backup management. The
hardware resource requirements will be determined based on the expected
workload in terms of both processing and storage requirements.
 The HealthShare solution is supported on a wide variety of platforms and
operating systems. These operating systems include Microsoft Windows
Server, Linux (Red Hat and SUSE), and IBM AIX UNIX.
 Network topology is to be provided by the client to convey network
connectivity options (copper, SFP, SFP+, etc…), network (VLAN)
assignments, DMZ and firewall requirements, and any other established
pertinent network security practices. This information is necessary to
understand the deployment model and determine if there are any security
risks or vulnerabilities.
InterSystems Hosted Option
 In an InterSystems hosted environment, HealthShare will be deployed onto
InterSystems owned and operated equipment as a fully managed service
and will be provisioned to support the contract terms. InterSystems
leverage a completely virtualised architecture providing elastic resources to
be agile and rapidly respond to changing requirements.

Network connectivity methods (N3, MPLS, IPSEC, VPN etc.) and
bandwidth requirements will need to be determined along with the
respective demarcation points/addresses to establish WAN connectivity
between the client and InterSystems data centres.
Local Personnel Dependencies

This will be discussed as part of the call off, for customer-led initiatives the
local resource requirements will vary according to the scope of use of the
solution.
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The customer will provide project sponsorship, project management, as
well as functional and technical resources required by the project.
Personal Community is a capability that may be used by end users’ in
house resources where local customisation/branding is desired.
For customer-led initiatives the local resource requirements will vary
according to the scope of use of the solution.
Where InterSystems has responsibility for delivery of Personal Community
project, the customer must make sure that they are staffed fully in
accordance with levels defined by InterSystems and agreed prior to
commencement of the project in order to fulfil its part of the agreed project
plan.
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Sub-Contractor(s)
InterSystems do not expect to sub-contract the delivery of any Catalogue item or
Service. Contract staff may be sourced and used to support and extend the
InterSystems delivery capacity, however contractual responsibility for any delivery
will remain entirely with InterSystems
Pricing Information
Implementation Charges
Below implementation sections are standard for setting up the HealthShare
Personal Community package. Depending on the specific customer
requirements, the implementation steps can vary slightly in terms of man-days
as well as in the number of steps. Therefore, the implementation man-days and
number of steps presented below, is indicative.
Standard Setup of HealthShare Personal Community Infrastructure (17
man-days):
Install HealthShare Personal Community and its components with
dummy interfaces to make sure the solution is properly installed,
configured, tested and ready to be connected
Infrastructure (17 man-days):
Install HealthShare Personal Community and its components in
accordance with the customer requirements at the disaster recovery
centre (if applicable)
Documentation (17 man-days):
Provide documentation in accordance with the agreed project plan and
deliverables
Participate to the creation of Interface Technical Design and Mapping
documents. One document per interface is required
Update the Systems document to reflect components and processes used
for interface(s)
Configuration (39 man-days):
Configure/tuning of Hardware, Infrastructure & Environments
Configure the HealthShare Personal Community platform according to
customer requirements:
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Development environment
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Integration/Operability tools
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dB Management system (Repositories/Registries)
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Education Services
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Messaging Services
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Community Portal
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Health Record Services
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Auditing and Reporting Services
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Community Benchmark
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Personal Health Services
Configure a data transformation layer and routing rules for message
transformation as defined in the agreed Systems document
Customisation/Development (average 17 man-days per development area):
Provide and participate with customization as required and agreed in
project plan before project commences.
Testing (17 man-days):
Testing in accordance with the agreed project plan
Address issues logged in InterSystems’ web-based Trak Resolution
Centre (TRC)
Perform Unit Test
Unit Test Plan
Unit Test Execution
Support the Pre-Production Test with the customer end users – Using
data supplied by the connecting source systems, the customer
reviews the representation of the data in HealthShare Personal
Community (UAT environment)
Pre-Production Test Plan
Pre-Production Test Execution – Performed by staff from customer end
users
Documented Pre-Production Test Results – Created by the customer
end users
Integrated Test (Live feed from source systems to HealthShare Personal
Community – real time)
Cutover to Production (17 man-days):
Create the technical cutover checklist
Enable data feed flow into the LIVE system
Assist the customer end users with validation in the LIVE system
Observe and communicate any issues related to data processing for two
weeks following go live in the production environment
Transition to InterSystems Support (if applicable)
Training (17 man-days):
Train the various users in accordance with the agreed project plan
Train the customer super users on usage of the TRC response centre
application
Service Charges
The total average implementation of the HealthShare Personal Community is
141 man-days + 17 man-days per development area.
Charge Description
Unit Price (exc VAT);
Service Subscription Fees
The pricing for HealthShare Personal
Community is based on two factors: a
base subscription that provides the
underlying software needed to operate
the solution, and a service
subscription that reflects the number
of patients/citizens enrolled to use the
service.
For the initial production instance that
operates Personal Community we
charge a primary server subscription
fee. For subsequent production
instances and additional systems used
for training, testing, development, or
failover, we offer a secondary server
subscription fee.
Subscriptions include Software
License, Software Update and
Technical Assistance services. A
subscription can be upgraded to larger
capacity at any time. Subscriptions
are available on a month-to-month
basis, with no fixed term, or on a fixed
term basis for up to ten years.
Service subscription fees for
HealthShare Personal Community are
based on the number of
patients/citizens enrolled to use the
service.
Illustrative Licensing Example:
A HealthShare Personal Community
service is deployed to serve 10,000
enrolled patients.
The deployment architecture includes
1 primary production instance and 3
secondary instances of the Personal
Community software.
Monthly Subscription Pricing:
1 x Primary @ £2,587
3 x Secondary @ £647
10 x 1000 patients @ £143
Total Monthly Fee = £5,958
Personal Community can be deployed
at an end user location or remote
hosting facility.
Primary Server Monthly
Subscription = £2,587
Secondary Server Monthly
Subscription = £647
Monthly Service Subscription
£143 per 1,000 enrolled patients
These prices do not include hosting or
managed service these are available
from InterSystems and will be
negotiated at call off.
Software Licenses
As an alternative to using HealthShare
on a subscription basis, HealthShare
Personal Community server capacity
is available on a traditional one-timecharge license basis.
Primary Server License = £81,671
Secondary Server License = £20,418
In this case, Software Update and
Technical Assistance services must be
purchased separately (see below)
Prices for up-front payment of
monthly service subscriptions are
available on request.
Monthly Service Subscription =
£143 per 1,000 enrolled patients
Personal Community can be deployed
at an end user location or remote
hosting facility.
These prices do not include hosting or
managed service these are available
from InterSystems and will be
negotiated at call off.
Software Update Programme
The Software Update programme
provides free updates to new software
versions. In addition, when switching
computers, the Software Updates
programme provides free transfers in
some cases and trade-in credits in
other cases. Annual Software Update
fees are calculated as a percentage of
the License Fees stated above.
Annual Software Update Fees =
15% license list price
Technical Assistance Program
The Technical Assistance Programme
provides assistance via telephone, fax,
or email for problem resolution during
normal business hours; emergency
assistance 24 hours/day, 7 days/week;
and problem updates via email.
Participation in the Software Update
Programme is a prerequisite for
Technical Assistance. On-site
Annual Technical Assistance Fees =
7% license list price
software installation is not included in
Technical Assistance or License Fees.
Annual Technical Assistance fees are
calculated as a percentage of the
License Fees stated above.
Personal Community can be deployed
at an end user location or remote
hosting facility.
These prices do not include hosting or
managed service these are available
from InterSystems and will be
negotiated at call off.
Exit Charges
On termination of contract, users will no longer have access to the HealthShare
Personal Community solution. The necessary steps at termination of contract
include removing hardware, infrastructure, and software and transfer the data
stored in the HealthShare Personal Community (if applicable). This is a 17 mandays project.
A specific Exit Plan would be agreed at call off as appropriate.
The standard rate card would apply.
Invoicing Terms
HealthShare Service Subscription fees (which include License, Software
Update and Technical Assistance) are invoiced monthly in arrears and are
chargeable from the beginning through to the end of the contract.
HealthShare One-Time-Charge license fees are invoiced upon electronic
delivery of the license key.
For HealthShare One-Time-Charge License fees, associated Software Update
and Technical Assistance fees are invoiced monthly in arrears and the fees are
chargeable from delivery of the license key through to the end of the contract.
Implementation and other agreed professional service fees are invoiced on
delivery of the service or provision of resource (rate card) to the client which
could include milestone payments for implementation services.
Additional Charges
Any travel expenses, wire fees, sales taxes, value added taxes, import duties, or
other government-imposed charges applicable to License and services fees shall
be paid by the Customer. Shipping terms are FOB Destination, unless otherwise
noted on the invoice. The Customer shall pay shipping and handling charges as
detailed on each invoice.
Payment Terms
Discounts
Resource Based Pricing
All fees are due 30 days from the date of invoice, unless otherwise agreed in the
Call Off.
None proposed in this submission
InterSystems can offer a range of Implementation and Consulting services,
pricing for these resource based offerings can be found in Schedule 7.1 Annex C
for details of InterSystems Rate Card.
Other Pricing Information
Any change request must be consistent with the scope of the project and not a
substantial change to InterSystems standard products or services, other than the
required configuration for the project.